Job Summary
We are seeking an experienced, results-driven Senior Maintenance Account Manager to own and grow a portfolio of recurring landscape maintenance accounts. This is a client-facing leadership role responsible for the full lifecycle of each maintenance relationship: contract renewals and retention, enhancement and seasonal-service sales, quality control, budgeting, billing, and day-to-day client satisfaction.
The Senior Maintenance Account Manager is directly accountable for the profitability of their book of business — protecting margin on recurring contracts while actively growing higher-margin enhancement and seasonal revenue. As the senior member of the maintenance account team, this person sets the standard for service quality, mentors account managers and coordinators, and helps build the repeatable processes that allow the maintenance division to scale.
This position reports to the Operations Manager and works closely with the scheduling coordinators and field operations team. With company-wide time tracking in place, the role is accountable for reviewing labor hours and crew productivity against budget on every account, and for coordinating field crews (in-house and/or subcontracted) so work is delivered on time, on budget, and to Flora’s quality standards.
Primary Responsibilities
Account Management & Client Relations
- Own a portfolio of recurring maintenance accounts and serve as the primary point of contact for each client.
- Build long-term relationships that maximize retention, satisfaction, and customer lifetime value.
- Conduct regular property walkthroughs and site visits; proactively identify and resolve concerns before they escalate.
- Communicate effectively via phone, email, text, and face-to-face meetings with clients, vendors, and internal team members.
- Document all scope discussions, commitments, and change requests in writing within LMN / approved systems — no verbal-only handoffs.
- Actively generate Google reviews and referrals from satisfied maintenance clients.
Enhancement, Seasonal & Renewal Sales (Growth)
- Identify, propose, and sell enhancements (plantings, mulch, seasonal color, irrigation repairs, drainage, lighting, etc.) to grow account value and lift blended margin.
- Plan and sell seasonal services on time — flowers, pine straw, pruning, and other seasonal items — so seasonal windows are never missed.
- Manage contract renewals proactively, including annual price escalations that keep recurring-contract margins healthy.
- Meet or exceed assigned targets for enhancement revenue, contract renewals, and new maintenance contracts.
- Partner with sales and marketing to convert design-build and one-time clients into recurring maintenance relationships.
Estimating, Budgets, Labor & Billing
- Prepare accurate maintenance estimates, proposals, and enhancement quotes in LMN.
- Build and manage a budget for every account; know where each account stands on profitability at all times.
- Review labor hours and crew productivity against estimated budgets using time-tracking data; flag and correct accounts running over on hours, cost, or scope immediately.
- Report any account deviating from budget on time, schedule, cost, or scope to the Operations Manager so adjustments can be made to protect the end result.
- Ensure timely, accurate billing for recurring contracts, enhancements, and seasonal work; support collection of past-due maintenance invoices.
- Maintain organized account records, contracts, scope documents, and customer files.
Quality Control & Field Coordination
- Routinely inspect job sites and maintenance routes to ensure work meets Flora’s quality standards and the full contract scope.
- Coordinate with scheduling coordinators and field operations to ensure crews, materials, and supplies reach each site as scheduled and required.
- Manage field crews (in-house and/or subcontracted) to scope, quality, and schedule; address completion and quality issues quickly.
- Clearly define scope and manage change orders and added services so they are estimated, approved by authorized personnel, and billed.
Leadership (Senior Role)
- Set the standard for account management practices and mentor / coach account managers and scheduling coordinators.
- Help develop and implement repeatable maintenance processes — onboarding, renewals, enhancement sales, and QC — that the team will actually follow.
- Contribute account-health metrics to weekly L10 / scorecard reporting.
- Other tasks as assigned.
Key Performance Metrics
- Maintenance contract retention and renewal rate
- Enhancement and seasonal-service revenue (growth and per-account penetration)
- New maintenance contracts added
- Account / portfolio profitability and gross margin
- Estimated vs. actual labor hours per account/route (budget variance)
- Customer retention and satisfaction (including Google reviews)
- On-time completion of seasonal services
- Billing accuracy and maintenance A/R / collections
- Accurate and timely reporting and account documentation
Pivotal Duties
- To own the profitability and growth of an assigned book of recurring maintenance accounts.
- To maximize retention and customer lifetime value through proactive service and relationship management.
- To grow account value by selling enhancements, seasonal services, and renewals at healthy margins.
- To maintain quality control across all assigned routes and ensure work is completed on time and on budget.
- To hold labor hours and crew productivity to budget using time-tracking data.
- To coordinate field crews and subcontractors for maximum effective use of personnel, materials, and supplies.
- To manage and administrate change orders, added services, and scope changes accurately and on time.
- To set the standard for, and mentor the team in, maintenance account management best practices.
Success Behaviors
- Thoroughness and attention to detail
- Tenacity
- Excellent organizational skills
- Excellent communication skills, verbal and written
- Sales and growth oriented
- Profit driven — seeks ways to grow account value and improve efficiency
- Relationship builder — customer-centered and focused on retention
- Effective problem-solving skills
- Performs and demands excellent quality in work
- Service and teamwork oriented
- Leads by example and develops others
- Focus on learning and self-development
- Technically competent and skilled
Core Values
- Resilient
- Do the Right Thing
- Be a Team Player
- Excellence in Everything
- Be Accountable
- Optimize Relentlessly
Compensation
Compensation includes a base salary commensurate with experience plus a performance-based incentive (commission and/or bonus) tied to the Key Performance Metrics above. Specific targets and incentive structure to be finalized in the offer.
Minimum Qualifications & Educational Requirements
- Bachelor’s Degree in Horticulture or a related major preferred.
- A landscape professional with a positive, engaging interpersonal style and a minimum of 5 years of relevant experience, including maintenance account or operations management.
- Proven track record of growing recurring revenue and selling enhancements / upsells.
- Strong horticultural knowledge — plant health, turf, pruning, seasonal color, irrigation basics, and integrated pest management.
- Strong understanding of landscape materials and maintenance operations.
- Strong knowledge of basic business accounting, budgeting, and job-costing procedures.
- Comfortable with technology; experience with LMN (or similar landscape software such as Aspire, SingleOps, or Service Autopilot) and Microsoft Office / Google Workspace.
- Excellent organizational skills and attention to detail.
- Valid driver’s license with a clean driving record.
- Bilingual (English / Spanish) required. This role coordinates daily with field crews and subcontractors, including safety-critical instructions, and clear two-way communication in both languages is essential to the position.
Extraordinary Work Conditions
- Must maintain regular and reliable attendance at a level acceptable to the company, including the ability to work overtime, holidays, evenings, or weekends as necessary.
- Position requires extended work hours and flexibility in scheduling, including evening or weekend hours as needed.
- Requires regular travel to client properties and job sites in varying outdoor weather conditions.
Equipment / Machinery Used
- Computers, mobile devices, and peripherals
- Company or personal vehicle for site visits and route inspections
- Multi-line telephone system
- All office equipment (copier, printer, etc.)
Job Type: Full-time
Benefits:
Education:
- High school or equivalent (Required)
Work Location: In person
